Hi all, I’m trying to move my Nexora broadband from my old flat to my new one and it’s honestly been a faff. I arranged the home move about 3 weeks ago for 14 Oak Street, Manchester, M14 6QP, and got told it would go live on the move date. I’ve moved everything over now but I still haven’t got service at the new place.
An engineer was meant to come out yesterday, but nothing happened and I only got a text saying there was a delay. I’ve already spent ages on hold and I’m not sure if I need to start again or if it’s just waiting on Openreach or whatever the system is doing.
Can someone tell me what’s actually going on and whether I need to do anything else? I’ve got work from home on Monday so I’m a bit stressed about it.
Hi Mia, sorry this has been such a headache. I can help look at the home move transfer. If the move order is showing as delayed after the engineer appointment, it’s usually waiting on a new activation slot or a line issue at the new address.
I can’t access account details here, but if you reply with the move reference from your confirmation email, I can check what stage it’s at and whether there’s a new date showing. If you’ve already got a temporary connection at the new property, let me know that too.
Had a similar thing when I moved last year. Mine was waiting on the new property being marked as ready in the system. Painful but it did eventually sort itself. Worth checking if the previous occupier had another provider still tied to the line, apparently that can slow it down.
Nexora really need a proper tracker for home moves. I had to chase three times when I moved in February. If they say activation day, people plan work around it and then get left hanging. Not ideal at all.
Thanks both. Mia, if you send the reference I’ll check whether the order is pending activation, delayed by an engineer visit, or waiting for the local line test to complete. If there’s an existing service at the property, we may need to rebook the handover slot.
If you’re working from home on Monday, I’d also suggest having a backup connection ready just in case. Once I see the order status, I can advise the next step rather than guessing.
Thanks. I’ve found the email now, the reference is HM-77421. It also says the move is “in progress” but that’s all it says, which isn’t very helpful. I don’t have any spare internet at the new place, so I’m a bit stuck if it’s not sorted soon.
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